why is my account still banned?

after getting this quote in my email "Let me know if you have any other questions or concerns. CaptnPanda Player Behavior Specialist╰( ´・ω・)つ──☆✿✿✿✿✿✿"

I've since sent 4 emails, split by 5 or 6 days with no response, note i received my ban on the 29th so with common math you can see that a 14 day ban would be up the 13th. but my account said the 15th, 2 extra days not the end of the world, but now the 15th is here and my account is still banned and still no response from captn panda.

why do you guys ban accounts if you're not going to respond to players positively, isn't the whole point to reform toxic players?